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Vonage Skip to the bottom if you want to just see the technical issue that ultimately led



Skip to the bottom if you want to just see the technical issue that ultimately led me to cancel service.

:lol: :x :lol: :x

That is basically the way I felt over the last week and a half. I ordered the Vonage service last Saturday after grilling the poor customer service guy for about twenty minutes. My wife and I are heavy cellular users and almost never pick-up the home phone so Vonage's $15.00 plan sounded great!

The one thing we do use our phones for on a regular basis is having video-phone calls with the rest of our family. When I was working with the nice guy in sales (who picked up REALLY quickly when my call was routed to him) I specifically asked if I could still use my video phones. I was concerned because Vonage takes an analog signal and turns it into digital packets only to convert it back to complete the call. My video phone unit and the 10 other units in our family all use analog modems (we just bought them for everyone over Christmas). Keep this in mind...

My first disappointment came when the unit came in the mail... This massive router shows up when all I needed or asked for was the Linksys P2P. This prompted my first call to customer service. Twenty minutes later I get someone (ok, a little long but I wasn't complaining yet) and they are really nice and helpful, take care of everything, issue credits so I can go buy a P2P and also sent an RMA# to get back the unit they originally sent.

I went straight to Best Buy and picked up the P2P. What a great unit! Perfect size and easy to set-up. I plugged it in, placed another call to Vonage with the new MAC address (2 calls - one disconnect, 45 minutes on hold each time - uh-oh). I backcharged the lines in the house after disconnecting the service at the D-Mark. The dialtone was clear and the service worked as expected... COOL!

STOP SCROLLING HERE

Then I went to make a video call... Uh-oh. Now the real trouble starts. The call won't connect. I place another call to Vonage. Over an hour on hold and the rep can't help me, doesn't know what's wrong. I give her a callback number and ask for a return call within the next hour. Five hours later someone calls back. They have no idea why they are calling so I get to explain everything again. They tell me that the service doesn't support analog connections over 9600 Baud. WHAT??? Why not tell me that in the first place. I immediately ask to cancel the service and pack the stuff up. The next day I get an email telling me that in order to cancel I have to call in again. This call was not as bad as the others. After I explain the reason for cancelling (again) I get an email confirming the cancellation and instructing me on returning the router for a refund. 60 Seconds later I get an email telling me the router didn't make it back in time and I will be charged a disconnect fee. Oops, my bad, the wormhole in my backyard is unstable, totally my fault. Please feel free to bill me. Anyway, both routers are now returned, one to Best Buy and one to Vonage via. UPS.

So much for that. This would have been so easy to avoid with just a little training on the front end and a better FAQ section with some more complete technical information.

I hope they someday get the bugs worked out so I can try again. Even with all the hoohey I went through on this I really liked the reps that answered the phone. It isn't their fault that Vonage is not properly staffed.

Anyone else have a similar modem problem?

Michael



Read The Full Thread:

Vonage Roller Coaster


everyone has this problem. the g711 codec runs about 90kbps so connecting at anything
You can always use something like a Blackcrow Video Phone versus the little 5"
PAcket 8 has their issues as well. They don't do caller ID with name delivery, we've
I don't really see the point in recommending him other Video-Phone solutions.

moleary1018 posted "Skip to the bottom if you want to just see the technical issue that ultimately led" on 02/01/2005

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†AK and HI residents pay $29.95 shipping. ††Limited time offer. Valid for residents of the United States (&DC), 18 years or older, who open new accounts. Offer good while supplies last and only on new account activations. One kit per account/household. Offer cannot be combined with any other discounts, promotions or plans and is not applicable to past purchases. Good while supplies last. Allow up to 2 weeks for shipping. Other restrictions may apply.

1Unlimited calling and other services for all residential plans are based on normal residential, personal, non-commercial use. A combination of factors is used to determine abnormal use, including but not limited to: the number of unique numbers called, calls forwarded, minutes used and other factors. Subject to our Reasonable Use Policy and Terms of Service.

2Shipping and activation fees waived with 1-year agreement. An Early Termination Fee (with periodic pro-rated reductions) applies if service is terminated before the end of the first 12 months. Additional restrictions may apply. See Terms of Service for details.

HIGH SPEED INTERNET REQUIRED. †VALID FOR NEW LINES ONLY. RATES EXCLUDE INTERNET SERVICE, SURCHARGES, FEES AND TAXES. DEVICE MAY BE REFURBISHED. If you subscribe to plans with monthly minutes allotments, all call minutes placed from both from your home and registered ExtensionsTM phones will count toward your monthly minutes allotment. ExtensionsTM calls made from mobiles use airtime and may incur surcharges, depending on your mobile plan. Alarms, TTY and other systems may not be compatible. Vonage 911 service operates differently than traditional 911. See www.vonage.com/911 for details.

** Certain call types excluded.

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